Health information technology vendor communication plan

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Communication Plan

Regular communication with all stakeholder groups, whether expected to be primary users such as nursing staff and physicians or ancillary users such as laboratory technicians, pharmacists, other clinicians, administrators, billing staff, and housekeepers, helps reduce the uncertainty inherent in adopting health information technology (HIT) and engages all stakeholders at the appropriate level of participation in planning, implementing, and identifying opportunities for improvement.

The ADKAR model of communication (depicted below) recognizes a continuum of key messages for projects that introduce a great amount of change—such as adopting HIT. It illustrates the relationship between communicating and project phases. As soon as the need for HIT arises, Awareness building needs to begin. As the HIT vision unfolds, creation of Desire helps turn uncertainty into interest. Throughout the planning process, stakeholders need to become more Knowledgeable about HIT in order to make decisions appropriate to their role in the project. During implementation, stakeholders need to understand their Abilities, build capability, and celebrate using HIT. Communication does not end with implementation, however, as continued success during ongoing operations requires Reinforcement. The ultimate goal is to celebrate successful implementation and optimal utilization.

Instructions for Use

Build your communication plan using this template. Use task management software (e.g., Microsoft Outlook, Microsoft Project) for ease of tracking and keeping the plan up-to-date. Ideas are included on what to communicate to whom, how, and when. Some communications are two-way, such as meetings, phone calls, and discussions; but many are one-way, including memos, bulletin boards, and newsletters. One-way communication lacks an immediate feedback mechanism, so plan ways to obtain feedback. Be sure to communicate using plain language not “techie-speak.”

Key Message	To Whom	From Whom	Medium	When	Date
1. The organization is interested in post acute transitions of care and we want you to participate on a steering committee.	Key stakeholders	Administrator Director of nursing (DON) Medical director	Individual contacts	When organization leadership recognizes need for HIT to support post acute care transitions
2. The organization is interested in HIT as it relates to transitions of care, and we want board support.	Board of directors	Administrator	Meeting	When steering committee has formed
3. The organization is interested HIT to support post acute transitions of care and we want to let all staff know of this interest and become excited about learning and adopting best practices around care transitions and medication management.	All staff	Administrator	Various: all staff meeting, newsletters, supervisor communications, other means within your organization	When steering committee has formed Repeat regularly as needed
4. Safe post acute care transitions are (fill in meaning for organization).	HITPAC steering committee Physicians Supervisors	Chair of steering committee	Various educational programs	When steering committee has formed
5. Our organization will take (fill in strategy) to achieve HIT for post acute care transitions	All	Administrator	Bulletin board	When steering committee drafts
6. We are going to map current processes to determine what functions are needed in current HIT focus.	Supervisors All staff	Project manager Supervisors	Training, bulletin board, celebration as completed	As steering committee begins to define migration path
8. What metrics should we use to assess achievement of (specify goals) through use of our HIT for care transitions?	Physicians	Administrator DON Medical director	Meeting	As steering committee begins to define benefits based on migration path and HIT for post acute care education
9. Ways we can start to prepare for HIT for post acute care transitions:	Medical director Administrator DON	HIT steering committee		As soon as it appears feasible to begin the process
10. We have determined that we will be acquiring (specify application) in the next (specify time period). Here’s what this may mean, how you will be involved, how you can help, what questions do you have?	Nurses Physicians Other staff as applicable	Administrator DON Medical director Supervisors	Meetings	As soon as it appears feasible to begin the process
11. Here is an overview of the implementation plan and how it will impact each stakeholder group.	All	Administrator DON Medical director Project manager	Site and department meetings	Upon harmonizing vendor and organization implementation plans
12. We seek representatives to participate on implementation teams.	Physicians Supervisors	Administrator DON Medical director Project manager	Personal communications with applicable counterparts Organization chart for project	Upon harmonizing vendor and organization implementation plans
13. Reinforce what HIT for post acute care is, why it is important, its benefits, and ways to start the care transition process.	Physicians Department managers Front line supervisors	Administrator DON Medical director Project manager		Upon announcing formation of implementation teams
14. We have a process to identify and track implementation issues and need everyone’s participation.	All	Project manager	Memo Policy and procedure Intranet link	Upon harmonizing vendor and organization implementation plans
15. We are seeking individuals to become trained as super users.	Supervisors	Administrator	Personal communications	Upon harmonizing vendor and organization implementation plans
16. We are seeking individuals to pilot new devices, participate in testing, be first to go live.	Nurses Physicians Other clinicians	Project manager	Memo Personal communications Recognition	As implementation gets underway
17. How we are doing? (Seek openness, relate progress, and recognize contributions. Seek continual formal and informal feedback. Measure adoption and usage rates, audit for data quality, and apply for external awards).	All	Administrator DON Medical director	Pizza party Intranet link Physician/staff satisfaction surveys Patient satisfaction survey ROI/benefits study?	Key milestone(s) during implementation, during go live, and regularly thereafter
18. We are the support team to help you during go live.	All	Project manager Super users	Badges or something else to distinguish helpers. Training and recognition of accomplishment	During go live
19. Thank you for your great work. What are your first impressions?	Nurses Physicians Other clinicians	Project manager	Personal communications Informal meetings Survey	End of first day Regularly after first day for period of time
20. Continual process improvement—how is it going?	Nurses Physicians Other clinicians	Administrator DON Medical director	Informal feedback User satisfaction survey Walkarounds	At key intervals as required or recommended
21. Outcomes analysis—here are our quality assurance results	Nurses Physicians Other clinicians	Administrator DON Medical director	Meetings Report cards	Regular intervals Per reporting guidelines
22. Our next steps for HIT for post acute care transitions are (describe based on your strategic plan)	All	Administrator DON Medical director	Newsletter	As strategic plan phases are reached

For support using the toolkit

Stratis Health ( Health Information Technology Services

952-854-3306 ( [email protected]

www.stratishealth.org

This toolkit was prepared by Stratis Health, the Minnesota Medicare Quality Improvement Organization, under contract with the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services. The materials do not necessarily reflect CMS policy. 10SOW-MN-SIP-HIT-13-06 031313

� The ADKAR model of communication was first described in the The Perfect Change by Jeff Hiatt, founder and administrator of Prosci Research.

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